InMoment launches AI tool to automate responses in APAC reviews
This capability is designed to support multi-location businesses in managing customer review responses, aiming to combine personalisation with automation to reduce workload and maintain consistent engagement across all locations.
The AI Auto Responding feature enables businesses to create, save, and use personalised, on-brand prompts that can be deployed automatically, or accessed as a library of templates when interacting with customer feedback. The deployment is positioned to assist teams operating with limited resources while ensuring a high quality of communication with customers.
Dynamic response generation
The system is distinguished from traditional automation tools, which typically make use of static templates. Instead, AI Auto Responding incorporates generative artificial intelligence that analyses factors such as sentiment, the context of the review, and established brand guidelines to generate unique, tailored responses to customers.
David Blakers, Managing Director of APAC at InMoment, explained the rationale behind the new solution. As staffing challenges persist across industries in APAC, our enterprise customers need smarter solutions that allow them to maintain high-quality customer engagement without overwhelming their teams. AI Auto Responding represents the next evolution in reputation management, enabling brands to ensure every customer feels heard while freeing their teams to focus on strategic initiatives.
By utilising this system, InMoment aims to eliminate the need for companies to maintain and update extensive libraries of response templates. The AI element enables the crafting of responses that are both consistent with brand guidelines and tailored to the individual review, supporting a natural and authentic communications style.
This approach is designed to help businesses engage with more customer reviews in less time, a factor the company links to increased engagement and customer loyalty.
Platform features
The AI Auto Responding tool includes several notable features. Brands are able to create customised rules for responses, with parameters set by factors such as the star rating of the review, type of content, specific location considerations, and set branding requirements. Responses are also multilingual, with the ability to reply in either English or the original language of the review, to accommodate diverse customer demographics across the APAC region.
Users of the platform can opt for complete automation or manually review AI-generated suggestions within the system before publication, depending on strategic preferences or operational policies.
According to InMoment, its current market analysis indicates that no competing providers in the region offer full AI-powered auto responding specifically tailored for reviews management. The company states that while other providers may offer tools to assist with manual responses or basic automation using templates, their solution uniquely enables fully automated, controlled replies generated by AI under brand guidelines.
Strategic direction
The company has described this release as a significant change in how enterprise brands can approach reputation management, highlighting alignment with a broader vision of "Service as Software." In this model, AI tools perform operational work directly, aiming to allow customer experience teams to dedicate more attention to strategic activities.
The AI Auto Responding feature is currently available as part of InMoment's Reputation Management packages for businesses with multiple locations, specifically offered through the Locations – Starter and Locations – Essential plans.
Try Our AI Features
Explore what Daily8 AI can do for you:
Comments
No comments yet...
Related Articles
NZ Herald
13 hours ago
- NZ Herald
How a2 Milk's $282m Yashili deal opens doors in China's infant formula market
Yashili NZ is owned by Yashili International, a subsidiary of China's Mengniu Dairy. MVM will be treated as discontinued operations and a2 Milk expects to recognise a loss on the sale of about $130m. In its result, the company made a net profit of $202.9m, up 21.1%, and ahead of market expectations ($192m). Earnings before interest, tax, depreciation and amortisation (ebitda) came to $274.3m, up 17.1%, on an ebitda margin of 14.4%, up 0.4 percentage points (market expectations: $271m). And a2 Milk also announced plans to pay a $300m special dividend. Bortolussi said a2 Milk has attained a top-four brand position in China – the world's largest infant milk formula market. 'It has been an exceptional year for our infant milk formula business, growing 10% in the year driven by our English label business which was up 17%,' he said. Looking ahead, the company expects high single-digit percentage revenue growth this year against 2025's. It also expects margins to be about 15% to 16%, with a net profit similar to the 2025 year. 'In the context of the range of outcomes, I think it's a solid set of numbers,' Forsyth Barr senior analyst Matt Montgomerie said. On the buy-and-sell transactions, Montgomerie said: 'I'm reluctant to say it's a game-changer, but clearly it's quite a step change and transformational for the business. 'I think it makes a lot of sense.' The addition of two licences should support a2 Milk's China label growth story, he added. Jarden analysts said the market would likely take time to digest the future 'capital intensity' required to become a more vertically integrated infant formula player. English-label formula, usually marketed through cross-border e-commerce channels, is cheaper than Chinese-label product, which uses more expensive ingredients and is sold in the more conventional mother-and-baby stores in China. Double-digit sales growth in English-label sales was a key factor in a2 Milk's profit improvement. The company also said it had achieved record market share in the Chinese-label market. Bortolussi said the decision to sell MVM and buy the plant at Pōkeno was part of a strategic initiative which had its origins in early 2021, soon after he started as CEO. 'For a long time, we have been focused on accelerating and expanding our market access in China and on development of our infant formula capability,' he told the Herald. 'The combined impact of these transactions deliver on that.' As it stands, a2 Milk has access to only one China registration through its sole formula manufacturer, Synlait Milk. Chinese regulations allow for just three formula registrations per factory. Registrations are highly sought after, and the process to gain one can take several years to complete. 'It would have taken us another five years or more at MVM to get registration, which would have required more investment in blending and canning, on building capability throughout the process to get there, and with no certainty about the outcome,' Bortolussi said. 'What we have announced today allows us immediate access to a world-class facility at Pōkeno.' Pōkeno has a milk-drying capability similar to MVM's, making MVM surplus to requirements. Bortolussi said there was potential for one more licence to be granted for Yashili NZ's Pōkeno plant, and for another at Synlait further down the track. In China, it's common for a2 Milk's competitors to have five to 20 product registrations. 'This will really open up the opportunity for us to expand our position in the China market,' Bortolussi said. The company, which specialises in product containing just the a2 beta protein and not the a1/a2 combination found in regular milk, declared a final dividend of 11.5 cents, taking the total to 20c. Shares in a2 Milk rallied on the news to a high of $9.29, but later eased to $8.83. The stock started the year at $6.17. Jamie Gray is an Auckland-based journalist, covering the financial markets,the primary sector and energy. He joined the Herald in 2011.
Techday NZ
18 hours ago
- Techday NZ
Blackpearl opens retail offer after AUD $10.3m raise & US deal
Blackpearl Group has opened its retail entitlement offer at AUD $0.95 per share, following a AUD $10.3 million institutional raise led by Australian cornerstone investors ahead of its proposed listing on the Australian Securities Exchange as a foreign-exempt entity. The retail component of the entitlement offer allows eligible shareholders to participate following the completion of the offer's institutional stage, which has attracted backing from prominent Australian institutional investors. This development comes as the company finalises its acquisition of US-based AI sales automation firm B2B Rocket, a transaction expected to raise Blackpearl's annual recurring revenue (ARR) to USD $17.5 million and set the direction towards a USD $50 million target. Australian support The institutional element of Blackpearl's accelerated non-renounceable entitlement offer (ANREO) and additional placement successfully raised AUD $10.3 million. The support from Australian investors is crucial as Blackpearl progresses its application for an ASX foreign-exempt listing, a move intended to broaden its investor base and reinforce its presence in the world's largest market for small and medium businesses. Chief Executive Officer Nick Lissette said the offer aligned with the company's broader ambitions: Blackpearl isn't in the habit of standing still. Investor demand has been clear and with Australian cornerstone support in place and our ASX pathway progressing, we're opening the retail window for eligible shareholders today. This is a rare moment - a New Zealand AI company acquiring a cutting-edge high growth US technology business, backed by Australian institutions and preparing for an ASX quotation. The raise materially broadens our investor base and strengthens our platform to scale in the world's largest SMB market. Lissette stated that the opening of the retail offer reflects a significant step in Blackpearl's expansion strategy. The offer opened to eligible shareholders on Monday 18 August and will close on 25 August, giving participants the opportunity to subscribe at AUD $0.95 per share. Oversubscriptions will be permitted for those who fully take up their entitlement. Acquisition and growth targets Blackpearl's pending acquisition of B2B Rocket, an AI sales automation business based in the United States, is expected to close this week. The company projects that this acquisition will lift ARR to USD $17.5 million, with momentum towards USD $20 million as it maintains a long-term target of USD $50 million. Lissette added: We're not inching forward, we're leaping. With B2B Rocket closing this week, we're in striking distance of $20m and so we're now focused on our $50m target. This is the growth story NZ tech needs right now. It's proof that Kiwi innovation can scale - and compete - anywhere and signals that NZ Tech belongs in the big leagues globally and has what it takes to deliver. Next steps for listing Blackpearl targets its ASX quotation in approximately three months, contingent on the successful completion of a Tier 1 standard audit of B2B Rocket. The company sees institutional support from Australia as pivotal in this phase. Lissette stated: Australian institutional backing gives us more than capital; it gives us confidence and credibility as we scale. Use of proceeds Proceeds from the entitlement offer will be used to fund the B2B Rocket acquisition, support the scaling of Bebop's growth, integrate B2B Rocket and execute its go-to-market plan, enhance Blackpearl's Data Wholesale resources, and maintain a cash buffer for working capital purposes. Lissette summarised the company's outlook: We're not just building a bigger business, we're building a bigger playing field. This particular combination of capital, capability and opportunity doesn't come around often and we intend to use it to take New Zealand AI global. Follow us on: Share on:
Techday NZ
19 hours ago
- Techday NZ
Accenture to acquire CyberCX, strengthening Asia Pacific security
Accenture has reached an agreement to acquire CyberCX in a move that will expand its cybersecurity operations across the Asia Pacific region. CyberCX, headquartered in Melbourne, Australia, is recognised for providing cybersecurity services to both private and public sector entities throughout Australia, New Zealand, and international markets. With a workforce of approximately 1,400 professionals, the company brings expertise spanning consulting, transformation, managed security services, offensive and cyber physical security, crisis management, threat intelligence, managed detection and response, and strategic advisory, as well as identity, cloud, and network security. The acquisition of CyberCX marks the largest cybersecurity purchase in Accenture's history and aims to strengthen its position in Asia Pacific, a region facing increasingly complex regulatory and cybersecurity challenges. CyberCX operates multiple security operations centres across Australia and New Zealand and maintains additional offices in London and New York, which enables it to merge local insight with global coverage. Capabilities and technology CyberCX has introduced several AI-powered security platforms, providing services such as detection and response, a sovereign secure cloud, and the CyberCX Academy for skills development. It also employs proprietary tools for security assessment and the gathering of cyber intelligence. This focus on technology aligns with findings from Accenture's State of Cybersecurity Resilience 2025 report, which identified that 97% of Australian organisations are not fully prepared to secure their AI-driven operations, while 80% currently lack fundamental data and AI cybersecurity practices to protect models and cloud infrastructure. Paolo Dal Cin, Global Lead for Accenture Cybersecurity, commented on the shared objectives between the two companies. "CyberCX and Accenture share a mission to harness the power of cyber to help our clients securely navigate change, accelerate business reinvention and build resilience against evolving threats. By combining Accenture's agentic AI capabilities with CyberCX's strong market leadership, innovative offerings and trusted C-suite and government relationships, we will enable clients across Asia Pacific to transform cybersecurity into a strategic advantage." Industry partners and expertise CyberCX has developed partnerships with major cybersecurity players, including Microsoft, Palo Alto Networks, and CrowdStrike. The provider is regularly recognised as a top managed service and system integrator in the region. Its workforce collectively holds over 2,600 industry certifications. Peter Burns, who leads Accenture's business in Australia and New Zealand, outlined the drivers behind the transaction. "Client demand for cybersecurity services is accelerating as data and digital environments become increasingly connected and heightened threats are exposed across operational value chains, supply chains and the enterprise. The need for responsible governance is also rising as AI and Quantum technologies advance. CyberCX's breadth of capabilities, trusted relationships with government and critical infrastructure organisations, and exceptional talent in the region, combined with Accenture's local and global scale and innovation, will help us meet this ever-increasing client need." Market growth and integration John Paitaridis, CEO of CyberCX, highlighted the firm's progress and the opportunities arising from the acquisition. "We are immensely proud of the business we have built, becoming one of the leading providers of cybersecurity services in the region. Joining Accenture's global cybersecurity organisation enables our exceptional people to combine forces with global capabilities and provide world-leading cybersecurity services to an even greater number of clients across Asia Pacific as we accelerate our growth in the region. Our shared mission for helping clients stay ahead of emerging threats and build resilience makes this a force multiplier." The acquisition is the latest in a series of steps by Accenture aimed at expanding its cybersecurity portfolio. Since 2015, the company has completed 20 acquisitions in this sector, including Morphus, MNEMO Mexico, and Innotec Security. The financial terms relating to the CyberCX transaction have not been specified. The closing of the deal is subject to regulatory approvals and other customary closing conditions.
